Billing Frequently Asked Questions

I am still receiving multiple statements from my medical visit. Why is that?
Spectrum Health is transitioning to a new statement vendor in June, 2019. It is possible that you could receive two separate statements for Spectrum Health services; one for older dates of service and another for newer charges.

After June 1, 2019, charges for individual services should only be listed on one statement or the other, not both. This would only apply to patient balances listed on statements for Spectrum Health facility and professional charges. There are separate companies that provide services at Spectrum Health, including: Anesthesia Medical Consultants, Advanced Radiology Services PC, Computer Health Services PC (EKG) and Medical Management Specialists who bill for Emergency Care Specialists and Visionary Medical Services. These companies bill separately from Spectrum Health.

Are my child's charges on my bill?
After June 1, 2019, our new billing statements only include a single patient. If a person is a guarantor for themselves and any children, parents/guardians will receive individual statements for each individual patient.

As an example, if both you and your minor child (children) have a service and you are the guarantor, you will receive separate, individual statements--one for your child and one for you. Charges for your spouse will be listed on a separate bill as they are their own guarantor.

Are there payment plans available?
Yes. You have the option of setting up an interest-free payment plan for current balances, either through customer service at 833.261.4563 or online by visiting your MyHealth account. 

If you thought a specific charge had already been included in a payment plan previously, please call customer service to re-establish your payment plan.

New dates of service will not automatically be rolled into your payment plan. You must call or email customer service requesting we add new dates of service to your established payment plan. Your monthly payment plan amount could change with the additional date(s) of service.

What if I am unable to pay my bill?
If you are unable to pay your bills, please call our financial counselors at 844.838.3115, visit the information desk at any Spectrum Health hospital, go to spectrumhealth.org/financialassistance or email a financial counselor at financialcounseling@spectrumhealth.org.

How can I pay my Spectrum Health bill or my child's Spectrum Health bill if my MyHealth enrollment is not complete?
It is possible to make a one-time payment online using the quick pay feature. Visit spectrumhealth.org/payyourbill to pay your bill with no login or enrollment required.

The advantage of being enrolled in MyHealth is that you can view all of the details for your open balances and statements as of June 1, 2019. You can also pay your child's bill if you are listed as the child’s guarantor on that account. The statement is at a patient/guarantor level, so you will only see your charges (if you are the patient) or your child’s charges if you are the guarantor for your child. Charges for your spouse will be listed in a separate bill as they are their own guarantor. Spouse’s charges would have to be paid via their own individual MyHealth account or through the one-time payment online. For any billing questions or concerns, please use one of the following options:

  • Call the phone number listed on the front of your statement.
  • This can be handled within MyHealth by sending a message to customer service:
    - Click on “Messages” in the left panel
    - Click “Compose” to start a new message
    - Choose “Customer Service” in the “To:” field
    - Select “Spectrum Health Billing” in the category field

Can I see my previous bills in MyHealth?
Patient statements dated after June 1, 2019, will be available to view in MyHealth. If you need any patient statements from services prior to June 1, 2019, please call customer service. If you cannot find the bill you are looking for, contact the billing department by using one of the following options:

  • Call the phone number listed on the front of your statement.
  • This can be handled within MyHealth by sending a message to customer service:
    - Click on “Messages” in the left panel
    - Click “Compose” to start a new message
    - Choose “Customer Service” in the “To:” field
    - Select “Spectrum Health Billing” in the category field

I have a question on a particular charge listed on my statement, what do I do?
Please do one of the following:

  • Call the phone number listed on the front of your statement.
  • This can be handled within MyHealth by sending a message to customer service:
    - Click on “Messages” in the left panel
    - Click “Compose” to start a new message
    - Choose “Customer Service” in the “To:” field
    - Select “Spectrum Health Billing” in the category field

I notice a balance I have been paying on since 2017 is no longer appearing on my statements. What happened to this balance(s) and do I have to still pay it?
In the transition to a new billing system and statement vendor, Spectrum Health made the decision to adjust any remaining amounts related to those legacy system balances that had not been referred to a collection agency. You are no longer responsible for those old balances.

In addition to that old balance, I had an account sent to collections. Will that balance also be adjusted from my account?
No. That balance was referred to the collection agency and is no longer on Spectrum Health systems so there is nothing for Spectrum Health to adjust.

I have had services at Health Pointe. Why can’t I see those balances online?
We anticipate Health Pointe billing information may be available on MyHealth later in 2019.

I am experiencing technical issues accessing MyHealth, what do I do?
This can be handled within MyHealth by sending a message to customer support:

  • Click on “Messages” in the left panel
  • Click “Compose” to start a new message
  • Choose “Customer Service” in the “To:” field.Select “General Question” in the category field

You can also contact technical support at myhealthsupport@spectrumhealth.org or by phone at 877.308.5083.

I have a bill pay service. Do I need to make any changes?
As of June 1, 2019, if you have an auto pay/bill pay service, you will need to call them to change the remit to address to P.O. Box 2127 Grand Rapids, MI 49501-2127 and the Spectrum Health account number listed on the front of your statement to make sure it gets properly applied.

I have a reoccurring payment. Do I need to make any changes?
Recurring payments set up with Spectrum Health will need to be reestablished after June 1, 2019. Please call customer service at 833.261.4563 to reestablish those payments to insure they will be directed to the correct bank account.

I have a bill pay service and the payments are being applied to my spouse's account. 
For bill pay service checks, each payment must reference the specific account number that the funds need to be applied to. If you are using the same account to pay both you and spouse's bills, those account numbers need to be changed to match the account number that is being paid. When you continue automatic payments for both patients, you will now have two separate payments that are taken out of your account.

I have a bill pay service and the payments seem to take a long time to be credited to my Spectrum Health account. Why?
Our experience with bill pay services shows there may be a delay of up to three weeks from the time the check is dated to the time the funds are received by Spectrum Health. In investigating, the postmarks do not indicate a delay in the mail service, so the issue could be attributed to internal processes within the bill pay service.

I am having difficulties setting up my payment plan on MyHealth, what do I do?
We apologize for your experience. Please call 833.261.4563 so that our customer service team can provide assistance.